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- Tasks: Book patient transport journeys and provide excellent customer service.
- Company: Join EMED Group, the largest Patient Transport and Care Partner to the NHS.
- Benefits: Earn £12.21 per hour with life assurance, health consultations, and paid holidays.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and good communication skills are essential.
- Other info: Dynamic team environment with opportunities for growth and recognition.
The predicted salary is between 11 - 14 £ per hour.
We have a fantastic opportunity for Call Handlers to join our team based in Banbury. We are looking for enthusiastic, care-focused individuals, who are organised and have a passion for excellent customer service. This role is based in-person from our office in Banbury working 40 hours per week - Monday to Sunday on shift patterns between 08:00 - 20:00.
Some of the benefits you can expect:
- £12.21 per hour
- Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
- 24/7 online/telephone GP Consultation and access to prescriptions.
- 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
- Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
- Access to mental health consultations.
- Access to physiotherapy consultations.
- Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
- Financial guidance regarding retirement planning, tax savings and state benefits.
- Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
- Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
- Refer a Friend recruitment incentive scheme with financial rewards.
- The EMED foundation, to provide support to colleagues and our local communities.
- Paid holiday entitlement.
- Pension Scheme.
- Blue Light Card.
- EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
- Flu vaccination (through an internal campaign in Autumn/Winter).
Main Duties:
- Booking discharges and transfers from hospital, often under time-critical circumstances.
- Booking regular journeys for renal and oncology patients.
- Contacting service users 24-48 hrs prior to travel to confirm the journey.
- Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all service users.
- Being aware of safeguarding practices and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Being able to transfer or refer callers to an alternative appropriate option, if you're not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.
Successful candidates will have:
- Good standard of literacy, numeracy, and IT skills.
- Customer service experience preferably obtained in a call centre/phone-based role.
- Willingness to develop existing skills.
- Ability to work to deadlines.
- Good verbal and written communication skills.
- Organised and logical.
- Ability to prioritise workload.
- Able to work as part of a team as well as independently.
- Flexible approach to working hours.
- Respect for confidentiality and the ability to handle sensitive issues appropriately.
- Enthusiastic and motivated.
- Punctual and reliable.
- Ability to display a positive attitude.
- Diplomatic and professional.
Our Values:
- Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.
- Agile – We listen, learn and adapt to improve the business, each other, and ourselves.
- Reliable – We do what we say we will do, we take responsibility and we behave with integrity.
- Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.
About Us:
The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.
EMED Group are committed to providing services for our patients, service users, clients, and community and is supported by employees with an increasing variety of backgrounds. To do this effectively it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users and clients with dignity and respect.
EMED Group is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued and able to give their best.
EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.
Call Handler in Banbury employer: EMED Group
Contact Detail:
EMED Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler in Banbury
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on EMED Group. Understand their values and mission, and think about how your skills align with their goals. This will help you stand out as a candidate who genuinely cares.
✨Tip Number 2
Practice makes perfect! Role-play common call scenarios with a friend or family member. This will help you feel more confident when handling calls during the interview and show that you're ready for the fast-paced environment.
✨Tip Number 3
Show off your customer service skills! During the interview, share specific examples of how you've provided excellent service in the past. Highlight your ability to stay calm under pressure and how you’ve resolved issues effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple way to keep yourself fresh in their minds and show your enthusiasm for the role.
We think you need these skills to ace Call Handler in Banbury
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service shine through! We want to see that you're excited about the role and ready to make a difference in our team.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention any previous call handling or customer service roles you've had, as this will help us see how you fit into our team.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and structure your thoughts well so we can easily understand your qualifications and enthusiasm for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at EMED Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Call Handler role. Familiarise yourself with the main duties, such as booking discharges and transfers, and communicating with various teams. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about excellent customer service, prepare examples from your past experiences where you've gone above and beyond for customers. Think of specific situations where you handled difficult calls or resolved issues effectively, as this will demonstrate your ability to thrive in a call-based environment.
✨Demonstrate Your Organisational Skills
Being organised is key for a Call Handler. During the interview, highlight how you prioritise tasks and manage your time effectively. You could mention any tools or methods you use to stay organised, which will reassure them that you can handle the demands of the job.
✨Embrace the Company Values
Familiarise yourself with EMED Group's values: collaborative, agile, reliable, and empowered. Be ready to discuss how you embody these values in your work. For instance, share a story about a time you worked as part of a team or adapted to a challenging situation, showing that you align with their mission.
